Full-Time Technical Support Rep (Tier 2)

Technical Support Representative, Tier 2 assists the Tier 1 Support team.

Key Responsibilities and Outputs:

• Receive live daily calls, emails, and chats to triage and action escalations from Tier 1.
• Provide world-class technical support for escalated customer issues via phone, email, and chat.
• Maintain consistent ticket quality and achieve monthly review targets.
• Proactively support Turnitin product users.
• Attend Stand-Up meetings with support leadership teams.
• Identify issues and trends for support leadership and Tier 3.
• Share knowledge through informal training and meetings.
• Support Quality and Knowledge team with training modules.
• Be the point of contact for shadowing new Tier 2 team members.
• Complete project work during quieter periods.
• Prioritize escalated tickets to Tier 3.
• Ensure efficient information transfer between Tier 1 and support leadership.
• Work closely with Integrations Team.
• Review top issues monthly.

People skills:

• Translate technical information to customers.
• Recognize situations needing de-escalation.
• Maintain effective communication with nearshore teams.
• Manage multiple priorities and multi-task.
• Develop and maintain working relationships.
• Champion customer centricity.
• Collaborate with team members.

Qualifications:

• 2+ years of Customer Support Experience
• Bachelor's Degree in Computer Science or equivalent
• Strong working knowledge of Windows and Mac OS
• Understanding of multiple integration paths
• In-depth knowledge of Turnitin products
• Good technical writing skills
• Provide 'White Glove' support
• Provide coaching to peers

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